1. © 2011 South-Western | Cengage Learning GOALS LESSON 4.3 EXCEED EXPECTATIONS Describe how to go the extra mile during and after customer transactions Recognize the difference between single- bagger and double-bagger attitudes

2. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 2 4.3 Go the Extra Mile Strive for excellence Provide stand-out service Proactive customer service After the sale

3. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 3 4.3 Strive for Excellence Customers want perfection Products without defects Work of the highest quality Prompt and professional service Companies must strive for 100%

4. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 4 4.3 Provide Stand-Out Service Take each customer’s questions seriously, no matter how simplistic. Personalize your service as much as possible. If allowed by company policy, offer product samples, coupons, or other incentives. Under-promise and over-fulfill. When problems occur, resolve them quickly and to your customer’s satisfaction. Send a personal, well-written thank-you note to customers who refer others to you. Stick to your customer’s agenda, not your own.

5. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 5 4.3 Proactive Customer Service A proactive approach to customer service is based on the theory that customers’ desires and needs are filled before customers recognize they exist. Proactive customer service reduces costs.

6. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 6 4.3 After the Sale Compliment customers on their excellent buying decisions. Keep track of orders. Make follow-up calls. Send thank you cards. Stay in touch.

7. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 7 4.3 Be a Double-Bagger The term double baggers originally referred to employees who automatically double bagged groceries that were too heavy for a single bag. Double baggers Treat every customer like the company’s best customer Think of customer needs, even those not expressed Do more than their job requires